Our vision is to transform how the world uses information to enrich life. Join an inclusive team passionate about one thing : using their expertise in the relentless pursuit of innovation for customers and partners.
The solutions we build help make everything from virtual reality experiences to breakthroughs in neural networks possible.
We do it all while committing to integrity, sustainability, and giving back to our communities. Because doing so can fuel the very innovation we are pursuing.
A Field Services Engineer in Information Technology department is responsible for the sustaining of the field service operation by efficiently processing outstanding requests and restoring services to their operating state.
For effective execution, a Field Services Engineer must constantly enhance on the knowledge related to computer systems, including hardware, software and network.
In addition, the engineer needs to be familiar with IT Collaboration tools and User Experience technology, as well as Corporate and Site level policies or procedures while delivering highly satisfied customer service.
Responsible for mentoring peers and updating IT management on the analysis of issues and root cause. Provides on-call support as necessary for infrastructure and enterprise wide IT issues.
Perform other duties as assigned including special projects, reports, presentations in team meetings, training, escalation support, and completion of management reports.
Work and tasks are often straightforward, routine, structured and guided by established policies and procedures. Some independent judgment is required, including making basic choices in the selection and application of established methods.
Strict compliance to established documents, guide books or runbooks, and follow through with subject experts on the document revision to maintain relevant documentation
Maintain open communication with key stakeholders (end-users, field services engineers & global counterparts)
Participates in activities or identifies opportunities to enhance own knowledge and skills
Be the master in housekeeping, ensure safety in workplace and discipline in inventory control
Monitor, track and organize open tickets as they come in according to priority and forward to appropriate team member for handling
Provide solution to maintain, repair and install PC / MAC hardware, software, peripherals, telecommunications and telephone equipment
Support implementation of new computer hardware and software systems and technologies.
Assist support staff with field work as needed
Set up and operate new hire machines and test them before handing it out
Able to trouble shoot VPN, O365 & other productivity applications
Support end-point network connectivity installation and troubleshooting
Provide mobile phone provisioning and support including phone deployment and basic phone system administration
Management of iOS and Android-based devices in an enterprise environment
Provide IT Kiosk like support
Work closely with Global FS Coordinator
Write training documents for end users and internal support
Plan, direct, and oversee special projects that may be assigned
Goal and customer service focused. During times of emergencies, outages and project planned work, be on call and available until the event is addressed.
During system conversions, extra effort may be required in order to ensure the roll out of the system is successful
Perform other job-related duties as assigned
Skills & Competencies
Good understanding of computer systems, OS (Win & MAC) & hardware.
Ability to support mobile devices tablets, smartphones, laptops, etc.
Ability to diagnose and resolve technical issues with end-user devices
Basic understanding of enterprise network LAN, WAN and Wireless
Basic understanding of Datacenter setup
Physically able to carry workstation equipment
Able to troubleshoot O365 issues - including Word, Excel, Access, Skype, and Outlook
Knowledge of AV support (Cisco, Polycom etc.)
Excellent written and verbal communication skills
Able to work effectively both independently and within a team
Strong attention to detail and high accuracy in work
Exercises some independent judgment and reasoning within established guidelines
Understanding of IT principles and an ability to communicate technical concepts effectively to a varied audience
Strong sense of discretion and confidentiality required
Able to multi-task, meet deadlines, and work in a fast-paced environment
Able to conduct presentations and training to small group
Ability to stay current with technology and trends
Acquire job skills and learn company policies and procedures to complete routine tasks
Flexible with working in different time zones
Typically, 5-8 years of hands-on experience in IT environment, supporting Helpdesk / Field services in similar capacity.
A good understanding of the Micron manufacturing environment is a definite advantage.
Proven ability to make sound decisions and able to work independently or as a team in handling multiple tasks.
Previous desktop support experience required
Self-motivated and able to motivate others toward achieving the department set goals.
Willing to share knowledge and a good communicator in training peers and customers.
Knowledge in software development will be an added advantage.
Experienced in working with teams from multiple time-zones, multi-national interaction
Experienced in trouble-shooting multiple operating systems versions
Able to support individuals using different communication methods (phone, email, instant messaging)
Job-Specific Authority and Scope
Manager is consulted for decisions
Typically has a global geographic focus
Typically does not manage a budget
Business Travel and Physical Demands
Business travel of approximately 10 or less percent yearly is expected for this position.
Physical demands :
Office environment. No special physical demands required.
Bachelor’s degree or global equivalent in a related field.
Job related certifications preferred.